When users update a base system (out of box) Service Catalog item (sc_cat_item) or category (sc_category) form, the updates are visible only on the application node where the user is logged in. They are not visible on other app nodes until the cache is flushed.

Steps to Reproduce

  1. Navigate to System Properties > Service Catalog.

  2. Check that Use 'User Criteria' to define access to catalog items and categories is set to Yes.

  3. Click Save.

  4. Navigate to Service Catalog > Catalog Definitions > User Criteria.

  5. Click New to create a new record.
    1. For Name, enter Only for ACME company.
    2. For Companies, choose ACME in North America from the drop-down list.
    3. Click Submit.
  6. Navigate to Service Catalog > Catalog Definitions > Maintain items.

  7. Select a service catalog item (for example, Apple iPhone 5).

  8. Check that the Available for field is available. If it is not, configure the form and add the field. 

  9. Under Available for, double-click Insert a new row.

  10. Specify the criteria Only for ACME company and click the green check mark.

  11. Click Update.

  12. Impersonate a user who does not work for ACME in North America.

  13. Try to order the service catalog item from step 7.

    On the application node where the company was removed, the item does not appear. It is still visible on other nodes.



Flush the cache by accessing https://<instance_name>.service-now.com/cache.do after any changes made to catalog items or categories.

Related Problem: PRB650795

Seen In

Eureka Patch 10
Eureka Patch 11 Hot Fix 2
Fuji Patch 10
Fuji Patch 12 Hot Fix 1
Fuji Patch 13 Hot Fix 1
Fuji Patch 9
Geneva Patch 3
Geneva Patch 3 Hot Fix 2
Geneva Patch 4

Fixed In

Fuji Patch 10 Hot Fix 9
Fuji Patch 13
Geneva Patch 5

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2017-10-30 16:54:48